Shipping & Delivery Policy

THE FINE PRINT · HOW YOUR POSTER GETS FROM OUR STUDIO TO YOUR WALL

How production, fulfillment, shipping, tracking, customs and delivery work for Tell Your Trail orders.

Overview

We design from our studio in Italy and work with global production partners to print and ship your order.

Tell Your Trail creates made-to-order wall art and related design products. Our studio is based in Vittorio Veneto, Italy, but physical products may be printed, packed and shipped by professional production and fulfillment partners in other countries.

This helps us produce orders closer to customers where possible, reduce unnecessary long-distance shipping, and serve customers worldwide.

This policy explains how shipping and delivery work for Tell Your Trail orders. It should be read together with our:

• Terms of Service;
• Refunds, Returns & Cancellations Policy;
• Studio & Custom Orders Policy;
• Privacy Policy.

Made-to-order production

Your poster is printed after you place your order.

All physical posters currently sold by Tell Your Trail are made to order - this means your poster is printed after your order is placed.

Before an order can ship, it may need to go through:

• order confirmation;
• design or file preparation;
• customer approval, where applicable;
• print production;
• quality check;
• packing;
• handover to the shipping carrier.

For standard posters, production is normally faster. For personalized, bespoke, Studio-created, or route-based designs, production may depend on the design process, customer-provided information, file preparation, or approval steps.

If we introduce ready-made, pre-produced, or different product types in the future, the product page or checkout information may show different processing or delivery details for those products.

Once an order has moved into production, cancellation may no longer be possible. Please see our Refunds, Returns & Cancellations Policy for more detail.

Where your order is printed and shipped from

Your poster is not necessarily printed in Italy.

Tell Your Trail is based in Italy, but our physical posters are usually printed, packed and shipped by production partners outside Italy.

Where possible, an order is routed to a suitable production facility based on factors such as:

• customer location;
• product type and size;
• paper or print availability;
• fulfillment capacity;
• shipping options;
• production partner availability.

This means your order may be printed and shipped from a country different from Italy and different from the country where you live.

We cannot guarantee a specific print location for every order.

Shipping destinations

We ship worldwide where fulfillment and delivery are available.

Tell Your Trail accepts orders from many countries and regions worldwide, subject to checkout availability, carrier availability, fulfillment options, and legal restrictions.

If shipping is not available to your address at checkout, we may not be able to complete the order.

In some cases, we may need to cancel and refund an order if:

• delivery to the address is not possible;
• the destination is not supported by our fulfillment partners or carriers;
• shipping restrictions apply;
• the address appears incomplete, invalid or undeliverable;
• the order cannot be fulfilled for operational or legal reasons.

If this happens, we will contact you using the email address provided at checkout.

Production and delivery estimates

Total delivery time includes both production time and shipping time.

Estimated delivery time has two separate parts:

• Production time is the time needed to prepare, print, check, and pack your order.
• Shipping time is the time needed for the carrier to deliver the parcel after it has been shipped.

For standard posters, production is often around 2–5 business days.

For personalized, Studio-created, route-based, or custom orders, the timeline may be longer. This depends on the design process, file preparation, customer-provided information, approval steps, and customer response time.

After dispatch, shipping is often around 3–20 business days, depending on the destination, carrier, shipping method, customs process, and local delivery network.

These timeframes are estimates only. They are not guaranteed delivery dates.

Delivery may take longer during busy periods, holidays, extreme weather, customs checks, carrier delays, strikes, local disruptions, or other events outside our control.

If an order is needed for a specific date, please order early. We cannot guarantee delivery by a special occasion unless we expressly agree to this in writing.

Shipping costs

Shipping costs, if any, are shown before you place your order.

Shipping options and costs are shown at checkout before you complete your order.

We may offer free shipping, flat-rate shipping, paid shipping upgrades, or other shipping options depending on the product, destination, promotion, or checkout setup.

If free shipping is offered, this applies only to the shipping method shown at checkout. It does not include customs duties, import taxes, local handling fees, failed-delivery fees, return shipping, or other charges collected by third parties.

Any shipping cost paid at checkout covers the outbound shipment of your order. Return shipping is handled under our Refunds, Returns & Cancellations Policy.

Tracking information

When tracking is available, we will share it with you.

Once your order has shipped, you may receive a shipping confirmation email with tracking information.

Tracking availability depends on the product, destination, fulfillment partner, and carrier.

Please allow some time for tracking links to update after dispatch. It is common for tracking to show limited information at first or to update only after the parcel is scanned by the carrier.

If your tracking has not updated for several days, or if you believe your order is stuck, contact us at contact@tellyourtrail.com with your order number.

Customs, import duties and local taxes

International orders may be subject to customs, import duties, taxes or handling fees.

Because orders may be printed or shipped internationally, customs duties, import taxes, local taxes, brokerage fees, postal handling fees, or similar charges may apply depending on the destination country and local rules.

Unless clearly stated otherwise at checkout, these charges are not included in the product price or shipping price and are the customer’s responsibility.

We do not control these charges and cannot predict them for every country.

If customs, import taxes or local fees are charged, they may be collected by the carrier, postal service, customs authority, or local authority before or upon delivery.

If you refuse delivery, do not collect a parcel, or do not pay customs charges, import taxes, local fees, or handling fees, the order may be treated as refused or unclaimed. Please see section 10 below.

If your order is printed outside the EU. We work with production partners in several locations, and orders for EU customers are normally printed within the EU — in which case there are no import charges at all. In rare cases, an order may be routed to a facility outside the EU, for example if stock or capacity is unavailable at an EU facility. When that happens, your package is treated as an import into the EU. Sales tax is collected upfront by our production partner, so you won't be billed VAT on delivery — but since 1 July 2026 the EU applies a flat customs duty to imported packages, which may be charged before delivery. This is set by EU customs rules, not by us. If this happens to your order, please get in touch and we'll do what we can to help.

Incorrect or incomplete addresses

Please check your shipping address carefully before placing your order.

You are responsible for providing a complete and accurate shipping address at checkout.

Please check:

• recipient name;
• street name and house number;
• apartment, unit or building details;
• postcode or ZIP code;
• city;
• region/state/province;
• country;
• phone number, where needed for delivery;
• any local delivery instructions.

If you notice an address mistake, contact us immediately at contact@tellyourtrail.com.

We can only change an address if the order has not yet moved too far into production or shipping. Once an order has been sent to production, shipped, or handed to the carrier, we may not be able to change the address.

If an order is delayed, lost, returned, abandoned, or delivered incorrectly because the address you provided was incomplete or incorrect, we may not be able to offer a free replacement or refund.

Where possible, we may offer reshipment, but this will incur additional costs for you. These costs may include new production costs, new shipping costs, return-to-sender costs, carrier fees, customs charges, local fees, or any other costs linked to the failed delivery.

Failed delivery, refused parcels and unclaimed orders

If a parcel can't be delivered for reasons outside our control, that isn't a refund — but we can usually reship it at your cost.

Sometimes a parcel can't be delivered, and it's not because of anything wrong with your poster or our shipping. When that happens for a reason on your side — such as an incorrect address, an uncollected parcel, or unpaid customs charges — it isn't treated as a reason for a refund. We've made and shipped your order correctly, so if you'd still like it, we can usually reship it at your cost rather than refund it.

This applies when a parcel is delayed, returned, refused, abandoned, or destroyed because:

• the delivery address was incorrect or incomplete;
• the recipient was unavailable, or the carrier couldn't access the location;
• the parcel wasn't collected from a pickup point;
• delivery was refused;
• customs charges, import taxes, or handling fees weren't paid;
• the carrier couldn't complete delivery after several attempts.

If this happens, please contact us at contact@tellyourtrail.com as soon as you can, with your order number — the sooner we know, the more likely we can help.

Where reshipment is possible, the additional costs are yours — these may include new production, new shipping, return-to-sender costs, carrier fees, customs charges, or local fees linked to the failed delivery.

The one exception is when the failure was our mistake — for example, if we shipped to the wrong address even though you entered it correctly — or where the law requires otherwise. In those cases, we'll put it right at our cost.

If a standard catalog poster finds its way back to us in a condition we can recover and assess, we'll look at it case by case — any refund, replacement, or reshipment will depend on the poster's condition, the reason it came back, the costs involved, and your rights.

Your legal rights are unaffected. This section is only about parcels that couldn't be delivered — not about problems with the poster itself. If a product is faulty, damaged, or not as described, your legal guarantee and other rights that can't be limited by law still apply in full.

Delayed, lost or missing orders

If your order looks delayed or missing, contact us and we will investigate.

Delivery estimates are not guaranteed delivery dates. However, if your order is significantly delayed, missing, or tracking has stopped updating, please contact us at:

contact@tellyourtrail.com

Please include:

• your order number;
• the email address used for the order;
• the shipping address;
• any tracking information available.

We will review the order, check tracking where available, and work with the production partner or carrier where possible.

An order is not automatically considered lost simply because it is later than the estimated delivery window. Carriers may require time to investigate delayed parcels before confirming that a parcel is lost.

If an order is confirmed lost, or if we reasonably decide it should be treated as lost, we will offer a suitable solution. This may include a replacement, reshipment, refund, or another practical solution depending on the order type, destination, tracking status, and applicable rights.

We are not responsible for delays caused by customs checks, unpaid import charges, incorrect addresses, failed delivery attempts, local postal disruption, or other circumstances outside our control, but we will still try to help where we reasonably can.

Damaged orders

If your poster arrives damaged, photograph everything — including the packaging — before you throw anything away.

We're sorry if your poster arrives damaged. Here's what to do so we can put it right quickly:

1. Don't throw anything away yet. Keep the poster and the packaging until we've confirmed the next steps. Our print partner usually needs to see the packaging to support a shipping-damage claim, so please don't discard it.

2. Take photos straight away. Before anything is moved or binned, please photograph:

• the full poster;
• a close-up of the damage;
• the packaging, including any visible damage;
• the packing slip or shipping label, if you have it.

3. Contact us within 14 days of delivery at contact@tellyourtrail.com, with your order number and the photos above.

Those photos are how we assess the problem and raise it with our print or shipping partner — without them, we're unable to progress a damage claim, so please don't skip this step.

Once we've reviewed it, we'll first offer a replacement or corrected reprint, as our posters are printed to order. A refund or another solution may be offered where the law requires or where we think it's more appropriate.

You'll find the full process for damaged, defective, or incorrect items — including your legal rights — in our Refunds, Returns & Cancellations Policy (section 07). Reporting quickly doesn't affect those rights; it just helps us act fast while our partners' claim windows are still open.

Multiple items and split shipments

Items in the same order may arrive separately.

If you order multiple products, they may be produced, packed, or shipped separately.

This may happen because of:

• different product types;
• different print sizes;
• different production facilities;
• fulfillment availability;
• packaging requirements;
• shipping carrier options.

If your order arrives in more than one parcel, you may receive separate tracking information for each shipment.

One item arriving before another does not necessarily mean the rest of the order is missing.

Business, event and partner orders

Large, event, partner or business orders may have different shipping arrangements.

For business, event, partner, wholesale, commission, club, race, tourism, or bulk orders, shipping arrangements may be agreed separately in writing.

This may include:

• different production timelines;
• split shipments;
• delivery to event locations;
• delivery to multiple addresses;
• special packaging or fulfillment instructions;
• separate shipping charges;
• different replacement or delivery terms.

If we agree separate written shipping terms for a business, event or partner order, those terms apply together with this policy unless we say otherwise.

Contact us

Questions about shipping or delivery? Write to us and a real person will answer.

For shipping, tracking or delivery questions, contact us at:

contact@tellyourtrail.com

Please include your order number so we can help faster.

For official seller details, see our Legal Notice / Seller Information.